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Customer Service Team Lead

2 months ago


Nashville, Tennessee, United States Johnston & Murphy Full time

**Job Summary**

We are seeking a highly skilled and experienced Team Lead to join our Customer Care team at Johnston & Murphy. As a Team Lead, you will be responsible for providing exceptional customer service and leading a team of contact center agents.

**Key Responsibilities**

  • Assist customers through phone, email, or chat, ensuring a high level of satisfaction and quality service.
  • Manage team performance, providing coaching, advice, and guidance to associates to ensure they meet service level expectations.
  • Assist the manager with daily operations, including staff development, training, and maintaining service levels.
  • Monitor team to ensure correct processes are followed and accurate information is provided professionally and consistently.
  • Assist with the resolution of customer service escalated issues and provide one-on-one training and mentoring to newly hired call center agents.

**Requirements**

  • Bachelor's Degree preferred but not required.
  • 2+ years of customer service or sales experience in a contact center setting.
  • Previous supervisory experience preferred.
  • Excellent verbal and written communication skills.
  • Ability to work in a fast-paced, deadline-oriented work environment.

**What We Offer**

  • A hybrid schedule with 3 days at home and 2 days in the office.
  • A competitive salary and benefits package.
  • The opportunity to work with a leading brand in the footwear industry.

**Note**

This is not a remote opportunity. However, we offer a hybrid schedule that allows you to work from home 3 days a week.